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Lead with impact. Shape the future of customer experience in digital health.
About MediRecords
At MediRecords, we're at the forefront of revolutionising healthcare technology. Our innovative solutions empower healthcare providers with cutting-edge tools for exceptional patient care. Trusted by doctors, multidisciplinary clinics, hospitals, and government departments nationwide, our products drive impact. As a growing company, we foster a collaborative culture with a strong commitment to business integrity.
About the Role
We’re looking for a passionate and experienced Customer Support Manager to lead our customer support function and ensure a seamless, high-quality experience for our customers.
Reporting to the Chief Operating Officer, you’ll manage a team of seven and take ownership of the strategy, operations, and performance of customer support. You’ll champion service excellence, foster a customer-first culture, and lead continuous improvement initiatives - ensuring every customer interaction is handled with empathy, professionalism, and efficiency.
Key Responsibilites
Lead and develop a high-performing local and global support team, fostering accountability and continuous learning.
Oversee day-to-day operations, ensuring timely and effective resolution of customer queries in line with SLAs.
Implement and maintain ITIL-based service management frameworks and governance processes.
Own escalated customer support cases, coordinate cross-functional efforts, and ensure clear, timely communication.
Design, implement and refine support workflows, policies, and processes to enhance efficiency and experience.
Collaborate with Product, Engineering, Sales, Customer Success, and Marketing teams to address customer needs and influence product development.
Drive adoption of AI tools and automation (e.g., chatbots, knowledge bases) to enhance self-service capabilities and support performance.
Analyse support data to identify trends, root causes, and opportunities for improvement, sharing insights with leadership.
Act as the voice of the customer-advocating for improvements to products, processes, and services.
Ensure compliance with data protection, privacy, and regulatory requirements.
Lead recruitment, onboarding, and ongoing development of the support team.
About You
2–3 years' experience managing customer support teams in a fast-paced, high-growth environment (ideally SaaS or tech-focused).
Strong knowledge of service management frameworks - ITIL Foundation certification is highly regarded.
Proficient in Zendesk, JIRA, and Microsoft Dynamics 365.
Comfortable working with technical teams to resolve complex issues and drive improvements.
Excellent communication and stakeholder engagement skills.
Passionate about delivering exceptional customer experiences and developing high-performing teams.
Bonus points for certifications in customer experience, service design, or agile methodologies.
Bachelor's degree in IT, Business, or a related field is preferred but not essential.
What You’ll Enjoy
Ongoing training and professional development opportunities to support your career growth.
Team-building activities and social events that encourage connection and collaboration.
A modern Brisbane office with great coffee, modern amenities, and a welcoming, supportive team.
A flexible hybrid working model -balance productivity between home and the office.
Learn more about MediRecords at www.medirecords.com
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